Branch Manager

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

The Branch Manager leads the branch team to achieve exceptional business results, with a strong emphasis on leadership, staff development, deepening customer relationships, and community involvement. This role requires a proactive, customer-centric approach to foster an environment of trust, accountability, and continuous improvement.

The Branch Manager is responsible for administering the Bank's strategy for achieving annual goals and objectives related to Loan Growth, Deposit Growth, Financial Services, Credit Administration, and Business Development, while ensuring the branch operates in full compliance with all applicable policies, procedures, laws, and regulations, maintaining a culture of accountability and excellence.

Essential Duties:

Sales and Business Growth

• Develop and execute effective sales strategies to achieve branch targets for deposits, loans, and other financial products and services. Mentor team on advice-giving strategies to improve customer financial confidence.
• Time spent outside the branch varies based on branch maturity and market needs, and includes external meetings, community engagement, and pre call planning activities.
• Identify and pursue opportunities to acquire new customers through community involvement, networking, and targeted outreach.
• Ensure all staff are well-versed in the Bank's products and services, and are capable of effective cross-selling to meet customer needs.
• Monitor local market trends and competitor activities to identify business opportunities and adjust strategies accordingly.

Leadership and Team Development

• Inspire and motivate branch staff to achieve individual and team goals through positive reinforcement and a supportive leadership style.
• Implement training programs to enhance the skills and knowledge of staff, promoting a culture of continuous learning and professional growth.
• Conduct regular performance reviews, provide constructive feedback, and develop action plans for development and/or improvement.
• Address and resolve any team conflicts promptly and professionally, maintaining a harmonious work environment.

Customer Relationship Management

• Foster a customer-first culture, ensuring all branch interactions are handled with professionalism, empathy, and a focus on building long-term relationships.
• Address customer complaints and issues promptly, working to exceed customer expectations and maintain high satisfaction levels.
• Engage with the local community to build the Bank’s reputation and establish strong community ties, including participation in appropriate events and organizations.
• Collect and analyze customer feedback to identify opportunities to improve branch services and customer experiences.

Operational Management

• Oversee daily branch operations to ensure efficiency, compliance with regulations, and adherence to bank policies, procedures and standards.
• Identify and mitigate risks associated with branch activities, maintaining a safe, secure and well-controlled banking environment.
• Monitor branch financial performance and prepare regular reports for management, including progress towards sales and operational goals.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with, all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion.

Other Duties:

• Perform other related duties as assigned or directed to support branch and Bank objectives.

Ancillary/Secondary Duties:

As an integral member of Retail Banking, the Branch Manager is responsible for providing assistance wherever necessary to help the branch and the Bank in achieving annual goals. The Branch Manager may be called upon to travel to other branches in the area to provide support as needed and to ensure proper staffing levels.

Qualifications

Education, Training and Requirements:

• High School Diploma or GED required
• Bachelor’s degree in Business, Finance or related field preferred
• All applicants must be 18 years of age or older.

Skills:

• Strong interpersonal communication, negotiation and sales skills
• Evidence of positive and effective leadership qualities
• Sound judgement and reasoning
• Thorough knowledge of the features and benefits of financial products and services
• Working knowledge of regulatory policies and procedures regarding financial products and services
• Must be able to consistently demonstrate the Company’s core values: Integrity, Excellence, Teamwork, and Humility

Experience:

• Minimum five (5) years of related experience required with proven success in a leadership role

Other:

• This position may require National Mortgage Licensing System (“NMLS”) registration under the terms of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act).
• This position may require Notary Public licensing.
• Ability to work flexible hours based on branch needs, including Saturdays
• Ability and willingness to travel to training sessions, meetings, professional development programs, and company-sponsored events, as required.